VOLIA Announced Results of Measurement of Customer Satisfaction

OREANDA-NEWS. October 27, 2011. VOLIA, a leading provider of cable TV and high speed Internet, officially announced September results of the measurement of customer satisfaction. As of September 2011 the average index for the customer satisfaction was on the level of 7.69.

Eric Franke, CEO of VOLIA comments: "VOLIA is changing significantly. The Customer Satisfaction is our number one priority. In order to dramatically improve the quality of service, we are embarking on a major transformation program, in which we are changing or optimizing internal and external processes and as a result improving the way the company interacts with customers. We already made a lot of progress and would like to publicly show how customers perceive our services today, how it is changing month by month, and what we do to improve certain issues".

The Customer Satisfaction Barometer (CSAT) was initiated in August in order to evaluate customers’ satisfaction every time after they contact the company. Among important parameters that are evaluated by the Customers are punctuality, right first time, quality, politeness and competence of VOLIA personnel. The questionnaire consists of five questions: with first four being yes-or-no questions and the last one asking to put a mark on the ban score from 1 to 10, where 10 is being excellent. The data is collected in respect to four customer contact points: call-centre, connection service, after-sale support service and contact-centres.

According to the September CSAT-results the average index for the customer satisfaction was on the level of 7.69. The call-center support scored 7.31, customer service in contact-centers scored 8.38 points, connection was at the level of 8.53 points, and the technical service received 8.09 points. The biggest improvement as compared with previous period was shown by contact-centers.

13,500 subscribers took part in this survey during two months. Last month, the average index for the customers’ satisfaction scored 7.63.

As it was mentioned before, VOLIA plans to achieve 8 scores in the end of 2011.
Customer satisfaction results will be officially published on VOLIA website every month.